{"id":8242,"date":"2013-07-14T23:22:09","date_gmt":"2013-07-14T23:22:09","guid":{"rendered":"http:\/\/www.cloudcomputing-news.net\/news\/2013\/jul\/15\/hows-and-whys-moving-your-contact-centre-cloud\/"},"modified":"2013-07-14T23:22:09","modified_gmt":"2013-07-14T23:22:09","slug":"the-hows-and-whys-of-moving-your-contact-centre-to-the-cloud","status":"publish","type":"post","link":"https:\/\/icloud.pe\/blog\/the-hows-and-whys-of-moving-your-contact-centre-to-the-cloud\/","title":{"rendered":"The hows and whys of moving your contact centre to the cloud"},"content":{"rendered":"<p>The key responsibility of the CIO is to ensure an organisation has the technology it needs to function cost effectively, while at the same time remain a competitive force.<\/p>\n<p>Nowhere is this more relevant than in the contact centre industry. If a contact centre does not have technologies, such as interactive voice recognition (IVR), multimedia queuing or real-time speech analytics, then it risks not being able to meet customer expectations of service.<\/p>\n<p>However, buying-in all of these solutions can be an large capital outlay for an organisation. This can be a major drawback to a company that prefers the agility and flexibility of OpEx over CapEx. The alternative is to look at moving some or all operations to the cloud.<\/p>\n<p><strong>It&rsquo;s not all or nothing<\/strong><\/p>\n<p>The first consideration for the CIO is: how much IT infrastructure should be transferred to the cloud?<\/p>\n<p>Some might think that moving all telephony &#8230;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>The key responsibility of the CIO is to ensure an organisation has the technology it needs to function cost effectively, while at the same time remain a competitive force.<br \/>\nNowhere is this more relevant than in the contact centre industry. If a contact &#8230;<\/p>\n","protected":false},"author":9,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[],"tags":[],"class_list":["post-8242","post","type-post","status-publish","format-standard","hentry"],"_links":{"self":[{"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/posts\/8242","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/users\/9"}],"replies":[{"embeddable":true,"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/comments?post=8242"}],"version-history":[{"count":0,"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/posts\/8242\/revisions"}],"wp:attachment":[{"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/media?parent=8242"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/categories?post=8242"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/tags?post=8242"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}